Real life Business Problem The issues The solutions

Real life Business Problem §The issues §The solutions

What is a problem statement? �A description of the issues that need to be addressed by the problem solving team. � The 5 w’s help us in forming our problem statement � To fully understand a problem we must ask ourselves: • • • Who What When Where why

Problem statements: � Poor customer service has been a serious problem facing our country for years now, mostly overlooked by the victims and the culprits alike. Mainly evident in sole proprietorships and in sectors of even bigger companies as well � Several methods have been proposed to combat this issue but are not established or even considered for various reasons � Our country is dying from a slow unnoticed poison in the form of poor customer service. Action is needed to curb this disease.

“Who” does the problem affect? � Poor customer affects: ◦ the customer ◦ the organization itself

“What” are the issues? � Poor training: When people are not trained they cannot properly engage with customers to the customers satisfaction. � The issue of people not caring: apathetic and self centered personality types have no place in businesses that require customer contact. � sabotage: A disgruntled employee will lash out in a manner that will negatively affect the business.

Continued… � Employees personal problems reflect at work: When an employee is frustrated in personal ways it is transferred to the customer in many cases. � Too many complaints: this can lower a persons level of commitment and motivation. � Some employees also genuinely do not grasp the idea of customer service.

“What” are the impacts of the issue? � Wasting the customers time: in cases of poor training the customer would have to wait to be redirected to a superior with much more information. � Customers business. � Decline develop weaker ties to the in market share, profitability and reputation: Through negative word of mouth

“Where” does the problem occur? � Poor customer service occurs at the front line of the organization or sole proprietorship. � Unfortunately it is usually made up of the least qualified of all the personnel in the organization.

“When” does the problem occur? � Poor customer service occurs at the point of contact between the employee and the customer. � It can be in person or through some technical means.

“Why is it important to solve the problem? � It is important to tackle this issue because it affect the progress of businesses in a way that is greatly underestimated especially by sole proprietors � It has become the status quo. Businesses act as though providing the service is a favor to the customer.

Solutions � Dedicate resources for training and reinforcement. � The selection and evaluation process should be focused on identifying personalities that do not fit the required profile and eliminating them. � Upper management must communicate with subordinates on a casual basis to identify any employee going through personal problems.

Solutions contd… � Communication also deals with the issue of sabotage. Review performance and feelings to identify potential problems. � “Everybody's involvement” principle must be applied. Integrating the spirit of ‘customer comes first’. � incentives recognition training and constant reinforcement to remind employees of their importance and role in the business.

Solutions contd… � Generally speaking, in Ghana, people don’t appreciate the emotional aspect associated with doing business. This has led to overlooking some important factors that add to the customers perception. The appearance of the seller and the environment of the business. These may seem abstract but they all form part of the customer service function and must be taken seriously.

conclusion � We can agree that the problems of customer service are a result of poor communication and a lack of attention toward the employee by superiors and to the customers by the employee. It all boils down to interrelationships and we must appreciate this fact if the customer service issue is to be resolved

Service with a smile

environment

References � Iwan, L. (2007). Lee Iwan Accumulated experience: Top 10 reasons for poor customer service and their solutions � Mc. Mahon, T. (2009). A Lean Journey: Defining the problem statement. Boston, Massachusetts